O2 !!!! up advice needed

flower_chops

My 12 month contract came to an end and I asked them if they could match an offer 3 had going. They got close so I decided on impulse to take it, along with the £100 account credit they'd offered me to stay with them. 5 minutes later I decided I was kidding myself on a contract (I ALWAYS spend more, no willpower!) so phoned them straight back and cancelled. They agreed to send my PAC code and put me over to PAYG at my request. All was going well til I checked my account online and saw that I had been charged for calls for 2 days when I was on PAYG. I phoned O2 and they said it had been a mistake and that they'd zero it off for me. They noticed the £100 credit was still there which I hadn't noticed so I asked them to obviously remove this, which they did. I also confirmed with them that I would have no more bills and that it was ok to cancel my direct debit. Yes's to all.

However, I've just had an email from about an hour ago saying that my new "bill" comes to £417.74!!!!!!! !!!!!!! I immediately phoned O2 and explained that there is obviously a mistake as I am on PAYG, my contract had expired and my number had been transferred to PAYG as well. The woman on the phone said it was a termination fee...I said I was never told anything about this at the time. I also have not terminated my contract it had expired and that I was still flippin staying with them on PAYG anyway. She also told me the £100 cedit hadn't been removed to which I replied that that wasn't my fault, it's theirs! I was put on hold for quarter of an hour then to be told they'd phone me back in half an hour. I asked her to also credit my PAYG number with money for wasting my time. Well that time's up and I'm still waiting.

Has anyone heard of anything like this before? I am of course not going to pay the amount but it's really angered me!

melipona

http://www.consumerdirect.gov.uk

Check out the link above, I think that deals over the phone are covered under distance selling and you normally have a 7 day cooling off period.

mrwibble

OP : Good advice from melipona - if no joy then a quick letter to Matthew Key CEO of O2 UK will pay dividends - list your complaint and expenses and you should quickly get action - if no joy after 1 week then send same letter to Peter Erskine CEO of O2 Group - these letters are ALWAYS dealt with and unless an obvious p**s-take (obviously not in your case) you should expect something favourable PDQ.

Hope this helps

MrW

flower_chops

I got fed up so just phoned O2 and just spoke a very rude young man. He said it was their error but offered no apology or anything for not phoning back and their error. He said that I will have incurred a £12.82 line rental charge due to the fact that this was the period before my PAYG SIM card went live. However, that was only the date that the PAC code transferred my number over. I'd had my PAYG Sim card in my phone for weeks prior to that. I was told last week by someone at O2 that I would have no more to pay and that I could cancel my DD. I'm absolutely fuming. I know it's only £12.84 but that's £12.84 I now have to have out of my budget. The idiot on the phone just kept saying (or rather shouting at me) that all contracts ran like this. I said that's fine, that's not my dispute. I'm unhappy with the fact that I've been given incorrect information and have now cancelled my direct debit. I've got no idea how to get the direct debit set back up again and really resent paying it.:mad: :mad: :mad:

mrwibble

Flowerchops : Just document what he said, his name and his tone of voice - send it in a recorded letter to the CEO of choice and you will get some joy - O2 doesn't like idiots representing it and this guy's tone sounds like he doesn't understand.

matrix999

I'll second what Mrwribble has told you!

Send an e-mail detailing your complaint to peter.erskine@o2.com and one of his team at their head office will phone to discuss the matter.

Peter Erskine is the managing director of O2.

flower_chops

Thank you fr the name and advice everyone - will write a letter today xxx